Simera Professional Key (SPK)

Edgar L

Guatemala

Customer Success Analyst

$ 3,200/month

8 yrs exp

Highly skilled Technical Support Engineer with a strong background in troubleshooting, system diagnostics, and application support. Experienced in leveraging monitoring tools like Kibana and Grafana, API testing with Postman, and collaborating with development teams through JIRA and Asana to resolve complex issues. Good at automating processes to improve efficiency and reducing resolution times by implementing structured troubleshooting methodologies. Passionate about solving technical challe…

Skills

Adaptability
Career Management
Cash Management
Change Management
Data & Analytics
Data Analysis
Data Analytics
Grafana
IT Management
JavaScript
Leadership
Python
Salesforce
Sales Management
SQL
Talent Management
Team Management
Teamwork
Technical Support
Time Management
Troubleshooting
Asana
ATS Management
C#
Calendar Management
Case Management
Confluence
Cost Management
Costs Management
CRM Management
Database Management
Phyton
Postman
TeamWorks
Tech Support
Zendesk
Task Management
Crisis Management
Empathy
Python/R
Bid Management
Application Security
Team Work
Effective communication
Lidership
IT Support
Effective Communication Skills
Office Management
IT and Technical Support
detail oriented
Client Management
Python3
Process Optmization
Supportive
Adaptabilid
Effective Written Communication
Time managment
assets management
Detail-oriented
Time Management,
Leathership
Time mangament
Change Management.
efective communication
Continuous learning
Time-Management
IT Support Engineer
Paython
adaptabilité
Adaptability.
support engineer
leadership,
Technical Support Manager
Application Support Manager
Intercom
Technical Support Specialist
Process Automation
javscript
adaptabilty
Detail Orientated
detailed oriented
Adaptabiity
adpatability
Basic Data Analysis
continous learning
Teamworker
Spatial Analysis
IT troubleshooting
System Management
Data Analysis,
• Data analysis
Faxes Management
9. Time Management
Executive Communication
IT technical support
Technical Support (SaaS)
System Troubleshooting
Legal Case Management
MSQL
Case Manager
Adabiility
Adaptabilility
o Effective Communication
Release Management
Application Support
IT Technical Support
Issue Management
-Teamwok
Tme Management
waste management
UAT Management
Salesforce CRM
L2 Support

Edgar L

Guatemala

Customer Success Analyst

$ 3,200 /month

Part Time: $ 2,200/month

8 yrs exp

Skills

Adaptability
Career Management
Cash Management
Change Management
Data & Analytics
Data Analysis
Data Analytics
Grafana
IT Management
JavaScript
Leadership
Python
Salesforce
Sales Management
SQL
Talent Management
Team Management
Teamwork
Technical Support
Time Management
Troubleshooting
Asana
ATS Management
C#
Calendar Management
Case Management
Confluence
Cost Management
Costs Management
CRM Management
Database Management
Phyton
Postman
TeamWorks
Tech Support
Zendesk
Task Management
Crisis Management
Empathy
Python/R
Bid Management
Application Security
Team Work
Effective communication
Lidership
IT Support
Effective Communication Skills
Office Management
IT and Technical Support
detail oriented
Client Management
Python3
Process Optmization
Supportive
Adaptabilid
Effective Written Communication
Time managment
assets management
Detail-oriented
Time Management,
Leathership
Time mangament
Change Management.
efective communication
Continuous learning
Time-Management
IT Support Engineer
Paython
adaptabilité
Adaptability.
support engineer
leadership,
Technical Support Manager
Application Support Manager
Intercom
Technical Support Specialist
Process Automation
javscript
adaptabilty
Detail Orientated
detailed oriented
Adaptabiity
adpatability
Basic Data Analysis
continous learning
Teamworker
Spatial Analysis
IT troubleshooting
System Management
Data Analysis,
• Data analysis
Faxes Management
9. Time Management
Executive Communication
IT technical support
Technical Support (SaaS)
System Troubleshooting
Legal Case Management
MSQL
Case Manager
Adabiility
Adaptabilility
o Effective Communication
Release Management
Application Support
IT Technical Support
Issue Management
-Teamwok
Tme Management
waste management
UAT Management
Salesforce CRM
L2 Support

Experience
Education

Customer Success Analyst

Thoughtful AI

October 2024 - April 2026

Provided support through Zoho and analyzed system behavior to identify root causes. Ensured AI agent configurations functioned correctly and proactively addressed issues. Partnered with developers via JIRA to escalate critical matters and improve client satisfaction.

Technical Support Engineer

Slayte.io

September 2023 - September 2025

Investigated and resolved technical issues using proprietary back-end tools. Used Asana to coordinate with engineering, identifying root causes, documenting incidents, and implementing fixes. Monitored systems using Kibana, Postman, and browser tools to identify errors and solve cases.

Technical Support Engineer

Smartly.io

September 2022 - September 2024

Investigated and resolved technical issues using proprietary backend tools. Used JIRA to escalate and track bugs, improving resolution efficiency. Monitored systems using Kibana, Grafana, and PagerDuty to prevent downtime.

Technical Support Specialist

Smartly.io

January 2022 - September 2022

Managed over 30 clients as a primary contact, reducing transfer times by 20%. Contributed to the OKR process, implementing efficiency improvements.

Lead Supervisor

[24]7.ai

September 2020 - January 2022

Led and coached a team of 20 support agents, increasing customer satisfaction by 15%. Introduced new training protocols, reducing resolution times by 20%.

Application Support Analyst

Xerox

June 2018 - May 2020

Diagnosed and resolved printer issues remotely using NextGen and XDM tools. Configured VPN, DNS, and DHCP settings to enhance operational efficiency. Assisted on-site engineers, increasing customer satisfaction by 10%.

Smart Scores

Communication

Role Fit

Adaptability

Problem-solving

Smart Skills

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